U.S. patent application number 11/829824 was filed with the patent office on 2009-01-29 for system and method for tentative booking when service providers are temporarily unavailable.
This patent application is currently assigned to REARDEN COMMERCE, INC.. Invention is credited to Brian GODDEN, Timothy A. MILLER, Mark ORTTUNG.
Application Number | 20090030742 11/829824 |
Document ID | / |
Family ID | 40296186 |
Filed Date | 2009-01-29 |
United States Patent
Application |
20090030742 |
Kind Code |
A1 |
ORTTUNG; Mark ; et
al. |
January 29, 2009 |
System and Method for Tentative Booking When Service Providers are
Temporarily Unavailable
Abstract
One embodiment provides a method, that may be implemented on a
system, for receiving a request from a user to perform at least one
of schedule an event or book a transaction; selecting a service
provider to schedule the event or book the transaction; contacting
the selected service provider to schedule the event or book the
transaction; in response to at least one of failure to establish a
connection with the selected service provider or failure to receive
a response from the selected service provider, notifying the user
of the failure and requesting the user submit transaction data to
schedule the event or book the transaction with the service
provider at a subsequent time; and subsequent to receiving the
transaction data from the user, establishing a connection with the
selected service provider and using the received transaction data
to schedule the event or book the transaction with the selected
service provider.
Inventors: |
ORTTUNG; Mark; (Menlo Park,
CA) ; MILLER; Timothy A.; (San Francisco, CA)
; GODDEN; Brian; (Los Gatos, CA) |
Correspondence
Address: |
GREENBERG TRAURIG, LLP (SV);IP DOCKETING
2450 COLORADO AVENUE, SUITE 400E
SANTA MONICA
CA
90404
US
|
Assignee: |
REARDEN COMMERCE, INC.
Foster City
CA
|
Family ID: |
40296186 |
Appl. No.: |
11/829824 |
Filed: |
July 27, 2007 |
Current U.S.
Class: |
705/5 |
Current CPC
Class: |
G06Q 10/02 20130101 |
Class at
Publication: |
705/5 |
International
Class: |
G06Q 50/00 20060101
G06Q050/00 |
Claims
1. A computer-implemented method comprising: receiving a request
from a user to perform at least one of schedule an event or book a
transaction; selecting a service provider to schedule the event or
book the transaction; contacting the selected service provider to
schedule the event or book the transaction; in response to at least
one of failure to establish a connection with the selected service
provider or failure to receive a response from the selected service
provider, notifying the user of the failure and requesting the user
submit transaction data to schedule the event or book the
transaction with the service provider at a subsequent time; and
subsequent to receiving the transaction data from the user,
establishing a connection with the selected service provider and
using the received transaction data to schedule the event or book
the transaction with the selected service provider.
2. The computer-implemented method of claim 1, further comprising
sending to the user confirmation of having scheduled the event or
having booked the transaction.
3. The computer-implemented method of claim 2, in response to a
predetermined period of time lapsing without establishing a
connection with the selected service provider or receiving a
response, generating and providing to the user an alternative
service provider for scheduling the event or booking the
transaction.
4. The computer-implemented method of claim 3, in response to
failure to establish a connection with the selected service
provider or receive a response within a predetermined period of
time before the requested scheduled event or transaction to be
booked, generating and providing to the user an alternative service
provider for scheduling the event or booking the transaction.
5. The computer-implemented method of claim 4, wherein the
selecting the service provider further comprises selecting the
service provider based in part on the user's prior established
preferences for at least one of service providers or scheduling of
events and booking transactions.
6. The computer-implemented method of claim 5, wherein informing
the user of the failure to establish a connection or receive a
response, further comprises providing an estimate of time to elapse
prior to successfully establishing a connection or receiving a
response.
7. A machine-readable medium having stored thereon a set of
instructions which when executed perform a method comprising:
receiving a request from a user to perform at least one of schedule
an event or book a transaction; selecting a service provider to
schedule the event or book the transaction; contacting the selected
service provider to schedule the event or book the transaction; in
response to at least one of failure to establish a connection with
the selected service provider or failure to receive a response from
the selected service provider, notifying the user of the failure
and requesting the user submit transaction data to schedule the
event or book the transaction with the service provider at a
subsequent time; and subsequent to receiving the transaction data
from the user, establishing a connection with the selected service
provider and using the received transaction data to schedule the
event or book the transaction with the selected service
provider.
8. The machine-readable medium of claim 7, further comprising
sending to the user confirmation of having scheduled the event or
having booked the transaction.
9. The machine-readable medium of claim 8, in response to a
predetermined period of time lapsing without establishing a
connection with the selected service provider or receiving a
response, generating and providing to the user an alternative
service provider for scheduling the event or booking the
transaction.
10. The machine-readable medium of claim 9, in response to failure
to establish a connection with the selected service provider or
receive a response within a predetermined period of time before the
requested scheduled event or transaction to be booked, generating
and providing to the user an alternative service provider for
scheduling the event or booking the transaction.
11. The machine-readable medium of claim 10, wherein the selecting
the service provider further comprises selecting the service
provider based in part on the user's prior established preferences
for at least one of service providers or scheduling of events and
booking transactions.
12. The machine-readable medium of claim 11, wherein informing the
user of the failure to establish a connection or receive a
response, further comprises providing an estimate of time to elapse
prior to successfully establishing a connection or receiving a
response.
13. A system comprising: means for receiving a request from a user
to perform at least one of schedule an event or book a transaction;
means for selecting a service provider to schedule the event or
book the transaction; means for contacting the selected service
provider to schedule the event or book the transaction; means for
notifying the user of the failure and requesting the user submit
transaction data to schedule the event or book the transaction with
the service provider at a subsequent time, in response to at least
one of failure to establish a connection with the selected service
provider or failure to receive a response from the selected service
provider; and means for establishing a connection with the selected
service provider and using the received transaction data to
schedule the event or book the transaction with the selected
service provider, subsequent to receiving the transaction data from
the user.
14. The system of claim 13, further comprising means for sending to
the user confirmation of having scheduled the event or having
booked the transaction.
15. The system of claim 14, further comprising means for generating
and providing to the user an alternative service provider for
scheduling the event or booking the transaction, in response to a
predetermined period of time lapsing without establishing a
connection with the selected service provider or receiving a
response.
16. The system of claim 15, further comprising means for generating
and providing to the user an alternative service provider for
scheduling the event or booking the transaction, in response to
failure to establish a connection with the selected service
provider or receive a response within a predetermined period of
time before the requested scheduled event or transaction to be
booked.
17. The system of claim 16, wherein the means for selecting the
service provider further comprises means for selecting the service
provider based in part on the user's prior established preferences
for at least one of service providers or scheduling of events and
booking transactions.
18. The system of claim 17, wherein the means for informing the
user of the failure to establish a connection or receive a
response, further comprises means for providing an estimate of time
to elapse prior to successfully establishing a connection or
receiving a response.
Description
BACKGROUND OF THE INVENTION
[0001] Often, for various reasons, some within and some beyond the
control of a traveler or a business person, appointments cannot be
kept on time. For example, a traveler may be victim of
transportation system delays. In other cases, a delay at an
appointment may be due to a meeting that is important and cannot be
cut short running past its anticipated ending time. In any case,
appointments and meeting times are often wasted when one party does
not attend, resulting in, at the least, annoyance and inconvenience
for the other attendee(s), and sometimes resulting in more serious
damaging consequences.
[0002] In some cases, a GPS-dependent method and system known to
the inventor may be used to notify other parties and to adjust
schedules as needed. In other cases, however, the traveler does not
have a GPS phone, and therefore using the system of the previously
cited invention is not possible. However, most business people
traveling today have the ability to make a phone call, to send an
email or an SMS, or to communicate with a digital system by some
electronic means.
[0003] In addition, often a person has only a limited time to deal
with planning and arranging for travel and events; however, it can
and sometimes does happen that when a person, such as, for example,
a business traveler on a layover between transit legs, attempts to
transact the scheduling or rescheduling of events, the service
provider he needs to contact is not available, due to failures and
break-downs in a communication means. For example, there may be
connectivity problems, data center problems, denial-of-service
attacks, and so forth. The traveler, however, may be pressed for
time and must make transactions at this time, because soon he will
be out of contact for some time.
[0004] What is clearly needed is system and method that can accept
the transaction request at the time a person can make it, and then
later the system can contact the necessary service provider(s) when
it or they become available, to complete the transactions.
DESCRIPTION OF THE EMBODIMENTS
[0005] The disclosure is illustrated by way of example and not
limitation in the figures of the accompanying drawings in which
like references indicate similar elements
[0006] FIG. 1 shows an exemplary overview of a system 100 according
to one embodiment of the current invention;
[0007] FIG. 2 shows an exemplary overview of a calendar system 200,
such as would reside in a PIM or PIM database of many users
202a-n;
[0008] FIG. 3 shows an exemplary calendar system 300 accounting for
a variation in actual time of agenda U1 of user 1 202a;
[0009] FIG. 4 shows an exemplary process 400 for tracking and
rebooking events according to one embodiment of the present
invention;
[0010] FIG. 5 shows an overview of an exemplary system 500 for
automated rescheduling, modification, or cancellation of an event,
according to one embodiment of this invention;
[0011] FIG. 6 shows an exemplary time diagram of the notification
and rescheduling process 600 according to one embodiment of the
current invention; and
[0012] FIG. 7 shows an exemplary time-and-interaction diagram of
the transaction process 700 according to one embodiment of the
current invention.
SUMMARY
[0013] Some embodiments of the present invention are summarized in
this section.
[0014] One embodiment provides a method, that may be implemented on
a system, for receiving a request from a user to perform at least
one of schedule an event or book a transaction; selecting a service
provider to schedule the event or book the transaction; contacting
the selected service provider to schedule the event or book the
transaction; in response to at least one of failure to establish a
connection with the selected service provider or failure to receive
a response from the selected service provider, notifying the user
of the failure and requesting the user submit transaction data to
schedule the event or book the transaction with the service
provider at a subsequent time; and subsequent to receiving the
transaction data from the user, establishing a connection with the
selected service provider and using the received transaction data
to schedule the event or book the transaction with the selected
service provider.
[0015] The present disclosure includes methods and apparatuses
which perform these methods, including processing systems which
perform these methods, and computer readable media which when
executed on processing systems cause the systems to perform these
methods.
[0016] Other features of the present invention will be apparent
from the accompanying drawings and from the detailed description
which follows.
DETAILED DESCRIPTION OF THE INVENTION
[0017] In the following detailed description of embodiments of the
invention, reference is made to the accompanying drawings in which
like references indicate similar elements, and in which is shown by
way of illustration specific embodiments in which the invention may
be practiced. These embodiments are described in sufficient detail
to enable those skilled in the art to practice the invention, and
it is to be understood that other embodiments may be utilized and
that logical, mechanical, electrical, functional, and other changes
may be made without departing from the scope of the present
invention. The following detailed description is, therefore, not to
be taken in a limiting sense, and the scope of the present
invention is defined only by the appended claims.
[0018] Reference in this specification to "one embodiment" or "an
embodiment" means that a particular feature, structure, or
characteristic described in connection with the embodiment is
included in at least one embodiment of the disclosure. The
appearances of the phrase "in one embodiment" in various places in
the specification are not necessarily all referring to the same
embodiment, nor are separate or alternative embodiments mutually
exclusive of other embodiments. Moreover, various features are
described which may be exhibited by some embodiments and not by
others. Similarly, various requirements are described which may be
requirements for some embodiments but not other embodiments.
[0019] FIG. 1 shows an exemplary overview of a system 100 according
to one embodiment of the current invention. An electronic services
portal ESP 102 connects to a server 103 and a data repository 104.
The server hosts software instances 105a-n of the present
invention, which, depending on the implementation of the system,
may be one, several, or many instances. These software instances
are to be considered only exemplary indications of how the software
could be installed in server 103 and how it could work in
conjunction with ESP 102, personal information managers (PIMs, not
shown), and main data repository 104. System 102 connects via
Internet 101 to system users 106a-n and suppliers 107a-n. It is
clear that these connections could also be through direct
connection, through a phone system, or through any other suitable
networking method, known or to be invented.
Proactive Agenda Management
[0020] FIG. 2 shows an exemplary overview of a calendar system 200,
such as would reside in a PIM or PIM database of many users 202a-n.
Shown in detail is an exemplary agenda U1 of user 1 202a (not
shown). Along timeline 201 are meetings and transportation events
203a-n, and the locations and movement paths 204a-n associated with
events 203a-n. For example, if a meeting MTG1 occurs, and a car TR1
has been ordered to pick up a person at location 1, it is safe to
assume that meeting 1 is at or near location 1. The car is also
scheduled to deliver the person to location 2, so it is also safe
to assume that meeting 2 takes place at or near location 2.
Therefore, path 1 may be derived as the most likely path of
transportation between location 1 and location 2. Similarly, a
person attends meeting 2 and orders car TR2 for transportation
along path 2 to meeting 3 at location 3. Tracking can be based on
GPS location, time, schedules, and other factors.
[0021] FIG. 3 shows an exemplary calendar system 300 accounting for
a variation in actual time of agenda U1 of user 1 202a.
Transportation TR1 203b is delayed, and thus meetings and the
following portions of transportation events 303a-n and locations
and movement paths 304a-n are rescheduled. The delay does not allow
the following meetings to occur on time. In this example, even
though it would have been possible to reschedule meeting 2 and
meeting 3, it happens that meeting 3 is of greater importance and a
decision has been made to skip meeting 2 and advance the time of
meeting 3 as much as is convenient for the other attendee(s).
[0022] In some cases, importance can be derived by comparing the
relative position of the person(s) to be met in the other company,
and the size of the business that is done. In other cases, the user
defines importance, for example on a 1-3 scale, or a 1-10 scale.
Defaulting based on previous meetings may also be offered. In some
cases, a post meeting review may rate the meeting and be used for
future meetings as a pre-defined default, or adjusted
accordingly.
[0023] In some cases, attendees will receive along with the
schedule change message an option to vote their preference or
decline alternatives, which may or may not be considered.
[0024] Tracking software module 305 has observed that
transportation TR1 203b did not progress along path 1 from location
1 to location 2 according to schedule using a GPS function of a
smart phone device, as is described below in relation to the
description of FIG. 4. Module 305 has accordingly initiated
communication with the user. As a result the decision was made by
either the user or the system based on predefined rules and
preferences to cancel meeting 2 and rearrange transportation for
meeting 3, and also possibly to rebook meeting.
[0025] FIG. 4 shows an exemplary process 400 for tracking and
rebooking events according to one embodiment of the present
invention. In process 401 the GPS position of the user along the
predefined route of the agenda is calculated or determined. The
user's GPS position can easily be obtained from any of various
newer cell phones, which commonly offer GPS functions. In some
cases the GPS data may need to be enabled in the network, so system
applications can query the GPS. In other cases, specialized
software may be installed in a phone or other GPS device that would
allow, for example, only the vendor's software to obtain the
tracking data, without broadcasting the data to general phone
service providers. In process 402 the current location is compared
to the location where the user is supposed to be at the current
time and the system estimates the progress of the event, relative
to the original agenda. Based on the divergence of the user's
actual position from the planned position, and in some cases,
factoring in current traffic conditions and other elements
affecting progress, the system projects an amount of latency for
planned events.
[0026] In process 404 the process branches. If the latency is not
over a certain limit (no), which may be a predetermined limit or a
dynamically calculated limit, the system loops to process 405,
where the system waits for a predetermined period of time before
continuing back to process 401 to restart. For example, a latency
of 15 minutes at a meeting may be acceptable in many cases, so by
calculating the current location and the remaining way, you can
predict the ETA. Also, traffic condition may be used.
[0027] The delay before continuing back to process 401 provides
certain granularity to the process, because the system would be
over-burdened if it continually processed data on a real-time
basis. For example, the system could restart the process every
minute, every 5 minutes, every 10 minutes, or after any other
suitable period of time. If the latency is over the limit (yes),
the system moves to process 406, where it prioritizes meetings
based on information obtained from database 104 (e.g., based on
predefined rules, historic data and preferences).
[0028] Based on the derived priorities, in process 407 the system
calculates one or more rescheduling proposals for the user and
sends them to the user's communication device 420. This device
could receive such a message as an SMS, an IM, an email, as a phone
call with a voice interaction system, or by any other suitable
means of communication. In some cases, the system could call a
designated alternate, if the user does not want to be interrupted
or if he is out of reach. In process 408 the user sends a response.
If the user does not accept any of the system's proposals (no), the
system sends a message in process 409 to other parties, informing
them of expected delay times for the next event(s). If the user
accepts one of the system's proposals (yes), then in process 410
the system checks arrangements to implement the proposal with other
parties 106a-n and suppliers 107a-n as needed and in process 411 it
goes about the necessary rebooking, canceling, or modifying
services and meetings. For example, in process 410 the system may
need to check a flight first, before changing an appointment, etc.,
in process 411.
[0029] Although FIG. 4 shows the confirmation sent to the user in
process 410, additional confirmations may also be sent to the user
after the system finishes making all arrangements and receiving
confirmations from all other parties 106a-n and 107a-n. The system
then continues to track the progress of the revised agenda, looping
back through the process and making further adjustments if
necessary. Although this example shows the delay being caused by
transportation problems, it is clear that delays may be caused by
any of a wide variety of factors, such as extended meeting times or
delays by the user in starting out on the agenda (getting a late
start). However, the principles and the proposed automatic
rearrangements of schedules are the same in all cases.
Latency Management Assistant
[0030] FIG. 5 shows an overview of an exemplary system 500 for
automated rescheduling, modification, or cancellation of an event,
according to one embodiment of this invention. A user sends a
message, in this example, via mobile electronic communication
device 510 to a wireless tower 503. In other cases, such a request
could come from any Internet- or other communication-enabled
device, including but not limited to PCs, phones both wired and
wireless, Internet kiosks, Internet appliances, etc. Typically
tower 503 would connect to a cellular network 501 and to either
PSTN 502 or Internet 101. The message would then go to electronic
services portal ESP 102 or to a user's computer 511. The message
then triggers a software instance to contact other parties 106a-n
and suppliers 107a-n to make necessary adjustments to accommodate
the user's delay. Said software instance could be one of those
among software instances 512a-n, which could be, for example, the
user's Personal Information Manager (PIM) and associated software
to manage interactions between the PIM and the user's message on
the user's computer, or software instance 105a-n, which resides on
ESP server 103 and uses data repository 104, which repository
contains a copy of the user's schedule 513.
[0031] FIG. 6 shows an exemplary time diagram of the notification
and rescheduling process 600 according to one embodiment of the
current invention. In this example, the software instances that
accomplish the automated rescheduling reside in the ESP 502. Three
columns, left to right, show the three parties in an exemplary
rescheduling over time. These parties are the user 510's mobile
device in the left column; the rescheduling system components ESP
102, which include server 103, one or more software instances
105a-n, in the center column; and in the right column, the user's
computer 511 with its software instances 512a-n. The passage of
time during the process is shown proceeding from top to bottom in
each column. In process 301, the user sends an email from a
hand-held device, such as a mobile phone 510, saying, in effect,
that he will be late by some number of minutes, for example, such
as 10 minutes, or 30 minutes, and requesting the system to notify,
in this case, for example, by electronic communication, the other
meeting attendee(s) and service providers.
[0032] In process 602, the rescheduling system receives the
message. The system retrieves the data it needs to send out
notifications, in this case from the user's PIM 512x stored in his
PC 511, and/or from data repository 104. In process 603, the system
matches its retrieved data to the rescheduling required by the
user's delays, and, after processing this data in a similar manner
as that discussed earlier, proposes certain changes, which change
proposal it sends back to the user's mobile device by email or
other suitable form of electronic communication. In process 604,
the user selects his desired changes, such as canceling, moving,
rescheduling, rebooking, etc. from those proposed by the system and
sends his selections back to the system by the same electronic
communication means. In process 605, the system implements the
user's desired changes and sends messages notifying the other
attendee(s) 106a-n and service providers 107a-n of the changes. In
process 606 the user receives confirmation of the implemented
changes and in process 607 the process ends.
[0033] It is clear that many modifications and variations of this
embodiment may be made by one skilled in the art without departing
from the spirit of the novel art of this disclosure. In particular,
in addition to electronic communication means such as email, SMS,
IM, etc., messages may also be exchanged by means of a voice XML or
IVR system or other, similar automated voice telephone system. In
other cases, other suitable, similar messaging media or web
interfaces may be offered for interaction with the system to
achieve an exchange of information. These variations do not depart
from the broader spirit and scope of the invention, and the
examples cited here are to be regarded in an illustrative rather
than a restrictive sense.
Tentative Booking when Service Providers are Temporarily
Unavailable
[0034] FIG. 7 shows an exemplary time-and-interaction diagram of
the transaction process 700 according to one embodiment of the
current invention. In this example, the software instances that
accomplish the automated transaction reside in the ESP 102.
Alternatively, components of the software instances may reside
elsewhere. Three columns, left to right, show the three parties in
an exemplary transaction over time. These parties are an exemplary
user 106x in the left column; the electronic services portal ESP
102, which contains the services for the present invention and
whose components include server 103, the data repository 104, and
one or more software instances 105a-n as needed in the center
column; and in the right column, one or more service providers
107x-z.
[0035] The passage of time during the process is shown proceeding
from top to bottom in each column. In process 701, the user sends a
request for a transaction, such as, for example, booking a flight,
to ESP 102. In process 702, the ESP finds a suitable service
provider from among its appropriate service providers 107x-z. The
ESP uses its records of user preferences for provider and
scheduling and also data about appropriate and available service
providers, all drawn from data in data repository 104, as well as
accessing data from other sources that may be available, either
from other private data stores or from data accessible over the
Internet and/or other public networks (not shown).
[0036] In process 703, the system finds that the preferred service
provider is not responding via electronic communication, for any of
various reasons, such as a connectivity problem within the ESP or
at the service provider, service-related issues,
maintenance-related issues, virus- and worm-related attacks, denial
of service (DOS) and similar types of attacks, etc. In such a case,
in processes 704 and 705, the ESP interactively requests and takes
the transaction information from the user and informs him of the
problem of lack of contact with the provider. If possible, the
system gives the user an estimate of the time until the
lack-of-contact problem is resolved. In process 706, the ESP
repeatedly retries making contact with the service provider until
it can establish contact. In process 707, the ESP makes contact
with the service provider, who has recovered and restarted its
system in process 708.
[0037] Then in process 709, the transaction is completed and the
system notifies the user. In process 710, the user receives
confirmation of the transaction. It is clear that if, in process
706, the system receives no response from the selected provider for
an extended period of time, the user may be notified, or after a
certain time limit has elapsed, such as, for example, less than 24
hours before a planned flight departure time, or less than, for
example, less than 2 hours before a car is needed, system may
propose and possibly pre-book (as described in relation to the
Proactive Agenda Management and Latency Management Assistant) an
alternative service to the user. This offer could be made in a
manner similar to the manner described in relation to Proactive
Agenda Management and Latency Management Assistant.
[0038] It is clear that many modifications and variations of this
embodiment may be made by one skilled in the art without departing
from the spirit of the novel art of this disclosure. For example,
the automatic transaction software may not be integrated into the
electronic service portal, but rather, it may be a stand-alone
software instance made available to users by the ESP, or it may be
offered by a third party to deal with communication problems. In
other cases, the transaction software may be integrated into the
service provider's system to offer better availability of services.
These variations do not depart from the broader spirit and scope of
the invention, and the examples cited here are to be regarded in an
illustrative rather than a restrictive sense.
[0039] The processes described above can be stored in a memory of a
computer system as a set of instructions to be executed. In
addition, the instructions to perform the processes described above
could alternatively be stored on other forms of machine-readable
media, including magnetic and optical disks. For example, the
processes described could be stored on machine-readable media, such
as magnetic disks or optical disks, which are accessible via a disk
drive (or computer-readable medium drive). Further, the
instructions can be downloaded into a computing device over a data
network in a form of compiled and linked version.
[0040] Alternatively, the logic to perform the processes as
discussed above could be implemented in additional computer and/or
machine readable media, such as discrete hardware components as
large-scale integrated circuits (LSI's), application-specific
integrated circuits (ASIC's), firmware such as electrically
erasable programmable read-only memory (EEPROM's); and electrical,
optical, acoustical and other forms of propagated signals (e.g.,
carrier waves, infrared signals, digital signals, etc.).
[0041] It is clear that many modifications and variations of this
embodiment may be made by one skilled in the art without departing
from the spirit of the novel art of this disclosure. These
modifications and variations do not depart from the broader spirit
and scope of the invention, and the examples cited here are to be
regarded in an illustrative rather than a restrictive sense.
* * * * *